Representative, Customer Care I

Description

Highlights of the job

We are hiring full-time Representative, Customer Care I serving our North American Customers. This is a permanent work from home position and candidates must reside in AZ, NM, or TX. EPCOR work area location must be in the employee's primary residence, in a location where business conversations cannot be heard by others and away from noise and distractions. Required internet bandwidth is 50 Mbps download speed and 10 Mbps upload speed. Internet services must be DSL or Fiber Optic Lines. Satellite and hotspot services are not acceptable for the position. Use of personal computer equipment is not needed for this position as EPCOR provides all software and hardware needed to perform the job.

The Customer Care Representative provides customer care support including first level call resolution for our clients, meeting and/or exceeding internal and external client's expectations in a timely manner, continuously looking for opportunities to improve existing processes in order to enhance client experience, and being able to work amicably with others to accomplish EPCOR's objectives. Compensation for the position will be based on your customer service experience.

What you'd be responsible for
Use customer service skills and industry knowledge to achieve first level problem solving and first call resolution through telephone, email, and written communication with internal and external customers.
Ensure on-going appropriate relationships with external and internal customers by demonstrating professionalism, open communication and a customer service mindset in all situations through telephone, email, and written communication.
Support the delivery of optimal results against appropriate performance metrics by meeting monthly and annual targets.
Identifying calls, requests, and issues to be transferred to appropriate departments when necessary.
Review, understand and implement all processes or policies that apply to Customer Care while taking initiative to stay informed of all industry changes or updates.
Identify process improvements or inconsistencies in processes and procedures and bring forward ideas for suggested improvements to the Manager for implementation.
Able to plan and organize workload effectively and independently with minimal supervision.
Demonstrate a high performance, high discipline, safe, accountable, focused, innovative, achievement-oriented, and easy to do business with manner of working.
Actively participate and contribute during meetings or feedback sessions.
Servicing EPCOR customers across our North American footprint
Contributing to customer retention by maintaining strong customer relationships and offering EPCOR/ Encor by EPCOR products and services as appropriate.
What's required to be successful High school diploma or equivalent. Completion of college level business or finance classes preferred.
Two years of experience in a customer service environment; preferably in water/wastewater industry or other utility.
Excellent written and verbal communication skills and strong interpersonal skills.
General knowledge of Microsoft Word, Microsoft Excel, SharePoint, and internet navigation.
Strong keyboarding skills and the ability to multi-task (typing while talking to customers)
Excellent organizational and time management skills, with keen attention to detail and high standards for quality.
Successful completion of virtual New Hire Training, which is planned to begin September 9th, 2024.
Training hours will be 8:00 AM to 4:30 PM MST, Monday to Friday. There will be no training on Saturdays and Sundays.
Physical Requirements Occasional standing and walking/getting up and down throughout shift during breaks
Ability to sit for long periods of time; up to 8 hours each day
Ability to view/work at a computer for long periods of time; up to 8 hours each day
Reaching with hands and arms
Occasional lifting and carrying up to 15 lbs
Using both hands for simple and firm grasping
Fine finger manipulation; keyboard and mobile phone skills
Clarity of hearing
Vision abilities: close vision, color vision, and ability to adjust focus
As an EPCOR employee, you will enjoy a variety of benefits such as a competitive salary, a remote work program, an incentive award program, an excellent benefit package including medical, dental, vision and other insurance coverage, retirement plan with substantial company contribution, generous time-off schedules, training opportunities, tuition reimbursement, and certification support. We've been voted as a Best Places to Work employer and we value the safety of each of our team members through our robust safety training and celebration of safety milestones.

Headquartered in Phoenix, EPCOR USA owns, operates and builds water, wastewater and natural gas infrastructure and is among the largest private water utilities in the Southwest. EPCOR USA is an indirect, wholly owned subsidiary of EPCOR Utilities Inc. We invest in and look after our communities and the environment. We're proud of the work we do and the people we hire to do it.

Please note the following information: A requirement of working for EPCOR is that you are at least 18 years of age and legally entitled to work in the United States.
If you are considered for the position, clearance on all applicable background checks (which may include criminal, driving, educational, and/or credit) and professional reference checks is required.

Shifts coincide with the Contact Center's hours of operation 40 hr per week fulltime shifts are available for this position.
Shifts are scheduled based on a combination of business needs, performance and preference.
The call center is open Monday-Friday from 8:00am-7:15pm and Saturday from 8:00am-4:45PM MST.